Dispute Resolution

INTERNAL DISPUTE RESOLUTION AND COMPLAINTS HANDLING

Scott & Co  ABN 76 122 387 035

Scott & Co  is committed to client service and satisfaction.

What if I have a complaint?

Scott & Co has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services.  Our internal dispute resolution procedures are free of charge.

We are also a member of an approved independent external dispute resolution scheme, called Credit Ombudsman Service Ltd.

How to make a complaint

In the first instance, please contact Brendan Smith to submit your complaint.  We would like to be the first to know if you are not happy with our services.  You can contact us verbally or in writing.  Brendan may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

BrokerName response

We will:

(a) confirm receipt of your complaint within 2 working days; and

(b) endeavour to resolve your complaint within 5 working days.  If your complaint is complex, we will endeavour to resolve it within 10 working days.

If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response.

If appropriate, we may also refer the complaint to Connective for independent consideration or input.

What if I am still not satisfied?

If you are still not satisfied with the outcome, you have the option at any time to contact the Credit Ombudsman Service Ltd, on 1800 138 422 or www.cosl.com.au.

 

FINANCIAL PLANNING DISPUTE RESOLUTION AND COMPLAINTS HANDLING

 

How to make a complaint

In the first instance, please contact Stuart Jones to submit your complaint.  We would like to be the first to know if you are not happy with our services.  You can contact us verbally or in writing.  Stuart Jones may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

Finacial Planner response

We will:

(a) confirm receipt of your complaint within 2 working days; and

(b) endeavour to resolve your complaint within 5 working days.  If your complaint is complex, we will endeavour to resolve it within 10 working days.

If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response.

If appropriate, we may also refer the complaint to Connective for independent consideration or input.

What if I am still not satisfied?

If you are still not satisfied with the outcome, you have the option at any time to contact the Financial Ombudsman Service (FOS), on 1300 78 08 08 or online.

Our complaints procedure 

 If you’re unhappy with the advice you receive or other aspects of our service, please follow the steps outlined below. 

  1. Please let your financial adviser know so we can act on it immediately. 
  2. If your adviser has not satisfactorily resolved your complaint, please contact our Advice Dispute Resolution Team on: 

Phone: 1800 611 950
Email: advice_complaints@mlc.com.au

In writing to: Advice Dispute Resolution Team Apogee Financial Planning Limited Level 2, 105-153 Miller Street North Sydney NSW 2059 

If your complaint isn’t resolved within 45 days or to your satisfaction, then you may refer the matter to an External Dispute Resolution Scheme as follows:

a. If lodging before 1 November 2018 contact the Financial Ombudsman Service (FOS). FOS is an independent complaints handling body. FOS provides a free, accessible, fair and independent dispute resolution service to consumers. You can contact FOS on:
Website: www.fos.org.au
Email: info@fos.org.au
Phone: 1800 367 287

In writing to: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001

b. If lodged on or after 1 November 2018 contact the Australian Financial Complaints Authority (AFCA)*:
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

*The Australian Financial Complaints Authority or ‘AFCA’ is a new external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA replaces the three existing EDR schemes of the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT) so that consumers have access to a single EDR scheme. 

 

Accreditations

MFAALogo
cosol

Licenses

Financial Planning Advice
Scott & Co Wealth Management Pty Ltd, ABN 76 122 387 035 is an Authorised Representative of Apogee Financial Planning Limited, an Australian Financial Services Licensee with its registered office at 105-153 Miller Street North Sydney NSW 2060.

Apogee Financial Planning will not be responsible for any advice given in relation to home, vehicle & equipment finance.

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Scott & Co Pty Ltd ABN: BN98382499 Lic No: 3968170 is hereby licensed as an Australian Credit License pursuant to the National Consumer Protection Act 2009 subject to the conditions and restrictions which are prescribed, and to the conditions contained in this licence and attached schedules.